Using the Pre-Chat form

The Pre-Chat form is an optional way to gather more information from visitors before allowing them to enter the chat. It can also be handy to help you qualify your visitors.

Be aware that enabling a Pre-Chat form is likely to decrease the number of chats you receive from visitors on your site. So if you're interested in receiving more chats, we would recommend leaving the Pre-Chat form disabled. 

To set up your Pre-Chat form, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner. Then select Chat Widget from the Channels list.

If you have multiple properties, make sure to check that you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

Clicking Edit Content under the Widget Content heading will open a new window that allows complete customization of all the content displayed as part of your chat widget, including changing the language.

The widget preview on the right side of the screen shows how the widget will appear on desktop if you save the changes you've made while editing the widget content.

Under Widget State, click the Pre-Chat option.

You’ll see a toggle switch below the widget state options to enable or disable the form.

Toggle the switch to the on position (green) to activate the form.

To add a message to your widget, click + Add to the upper right of the Header Cards section and select Text Area.

To edit a new or existing card, hover over the card content block and click the pencil icon.

Customize your Text Area card with a message asking your visitor to fill out the form.

For example, you could write: “Please fill out the form below to start chatting with the next available agent.”

Then add a Form card to your Body Cards section. When you click to edit the form, you’ll be able to choose the fields you’ll ask visitors to complete before they speak with an agent.

Name and email address fields are included by default. To make a question mandatory, click the button with the start icon to the right of the question field.

Remember to click the green Update button after adding or editing any questions.

You can also choose from any of the following:


This feature allows you to send the chat to a department you set up in your account. 

The incoming chat will only notify the agents added to this department. 

You must have the Pre-Chat form enabled to use the Departments feature. To use this feature please be sure to select the + Add department option.

Phone number

Allows visitors to enter a phone number. This information will be add to your contacts for follow-up.

Question with input text

Visitors enter answers into a simple text field.

Question with area text

Visitors see a larger field suited to longer answers.

Multiple choice

Multiple choice questions allow visitors to more than one option from a list of pre-set answers. Click on the “+” button to add a question.

Options choice

Options choice questions allow visitors to choose a single option from a list of pre-set answers. Click on the “+” button to add an option.

Any information entered in the Pre-Chat form will be displayed at the top of the chat once the answers have been submitted so the agent answering the chat will be able to begin the conversation with some insight about the person they’re assisting.

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